An Overview of Cisco Services APIs for Cisco Partner Support Service. February, PDF

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An Overview of Cisco Services APIs for Cisco Partner Support Service February, 2016 Smart Services review Topics Smart Interactions Cisco Services APIs Smart Support Services and APIs Functional Overview
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An Overview of Cisco Services APIs for Cisco Partner Support Service February, 2016 Smart Services review Topics Smart Interactions Cisco Services APIs Smart Support Services and APIs Functional Overview Cisco Smart Services Delivered through Smart Interactions Services with Automated Software-Enabled Capabilities + Which collect Network Diagnostic Data + Which is analyzed and compared with Cisco s Deep Knowledge Base to Provide Actionable Insight Integrated with foundational support services 24 x 7 x 365 TAC Access Software Updates Advanced Hardware Replacement Online Technical Resources Partner Support Service Partners develop and deploy services based on both foundational & smart capabilities Smart Capabilities Foundational Capabilities IB Management Software Updates Online Technical Resources Alert Reporting Device Diagnostics Advance Hardware Replacement Partner Access to Cisco TAC Smart Interactions - Smart Bonding - Smart Portal - Smart APIs - PSS Support Community Combining visibility to end customer devices and networks with Cisco s deep knowledge base Drive Incremental Services Revenue Improve Operational Support Margins Increase Customer Loyalty How is the information accessed? By Customers and Partners Customer Network Inventory uploaded Correlation Engine Cisco.com EOX, Field, PSIRT IntelliShield and other databases Cisco.com web site PSS Portal Alerts: EoX Field Notice Security All of the above, by Partners, plus: Inventory & Contract information Contract & Shipment Databases Inventory data & Installed Base reports Cisco Data Center Smart Interactions Partner feedback on portals I have to cut & paste into my internal systems to take further action this is a waste of time. We also run the risk of data (re)entry errors. We have regional support teams and I d like a simple way to feed device alert information to the group that s responsible. I d like an easier way for our engineers to access the Cisco knowledge base. We have invested considerable time and in my own tools and would prefer to not be forced to abandon them. Cisco answered with the creation of Cisco Services APIs Partners can harness data using APIs Cisco.com EOX, Field, PSIRT IntelliShield and other databases Cisco.com web site Alerts: EoX Field Notice Security Customer Network Inventory uploaded Correlation Engine PSS Portal All of the above, by Partners, plus: Inventory & Contract information Contract & Shipment Databases Cisco Data Center Inventory data & Installed Base reports API Interface PSS partner systems Partners want to get this information into their own systems directly bypassing the PSS Portal ANSWER: APIs Cisco Services APIs Two Types PSS Smart APIs (customer specific) Access to Smart-based collection info Requires Smart data to be collected either via the CSP-C or manual upload Example: EoX for your specific 4500 Cisco devices. Support APIs (general purpose) Access to Cisco.com information Does not require Smart data collection Example: EoX for all 4500 Cisco devices, Partner determines applicability for your customer s network devices APIs: Provide a way for computer systems to directly communicate with each other, without the need for a web page or portal PSS API Functionality: Smart and Support API Service Types Smart Provides Cisco information that is correlated to a specific customer network inventory. Support Provides general information based on user input, such as a product identifier Inventory Contract No EoX (SW and HW) PSIRT IntelliShield Field Notice Last Updated NPDR Data Source (beta) Import Service (beta) future - tbd No Support APIs Support APIs Automated Software Distribution Bug Search Case EOX Product Information Serial Number to Information Service Order Return Software Suggestion Trends Get software information and download URLs Description Lookup information for specific bugs, search for bugs using keywords or download all bugs for products in their networks Track support cases as an organic part of network management See and monitor the lifecycle status of all your Cisco products Access Cisco product information associated with devices by serial number or product ID Programmatically look up product identifier and coverage status for devices in their networks Get real-time access to Return Material Authorization (RMA) information See Cisco-suggested software releases for specific products Access aggregate & contextual Trends info related to bugs, webpages, software downloads and product ids (PIDs) in either support cases or Support website. Cisco PSS Smart APIs Capability API Service Description Inventory Contract EoX Alerts Data collection Inventory Service NPDR Service Contract Service HWEox Service SWEox Service PSIRT Service Field Notice Service IntelliShield Service Import Service (beta) Data Source Service (beta) Retrieves device information based on the most recent inventory collection Retrieves all devices in an inventory upload that are not processed by PSS. Retrieves contract information (contract details, coverage, and site address info) for a specific customer inventory and devices on the network Retrieves hardware end-of-life information for given customer and devices Retrieves software end-of-life information for a given customer and devices Retrieves all PSIRT Alerts for the specified customer, inventory and devices Retrieves all Field Notices for the specified customer, inventory and devices Retrieves all IntelliShield Alerts for the specified customer, inventory and devices Allows a partner to import an inventory from a variety of sources including non-cisco collection solutions. Access to this service requires special approval from PSS management. Provides the ability to create a collector registration LastUpdated Service Retrieves last updated dates for the following three APIs Inventory, Contracts and Alerts Smart Support Service Offers Entitlement to APIs by Smart Support Service Offers Access to APIs are entitled as part of the purchase of a specific Cisco Support Service (as shown below) APIs are not available as a standalone offer Cisco Service Smart APIs Support APIs Partner Support Service Smart Care No No Smart Net Total Care No (future) API Business Benefits Support and Smart APIs Improve productivity and operational efficiency Leverage existing tools and resources No need to retrain staff on a new portal Provide a differentiated customer experience Integrate the Installed base and Alerts data into custom applications (e.g. Network Management or Incident Management) Bring new services to market faster PSS APIs are based on standard Web Services - SOAP Coming Soon! PSS APIs will migrate to REST /JSON to improve ease of use
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